The customer support that you will receive from your cloud website hosting supplier is very important, no matter if you have pre-sales questions and you are not a customer yet, or you've got a technical issue with a current account. Prompt and correct info about a question or an issue will save you a lot of time and efforts, not mentioning that this is generally a proof that you are ordering from a real web hosting supplier not from some reseller. If you purchase a hosting account via a company that does not own its servers and it cannot access them directly, it is very likely that you'll wait for a few days in order to receive a reply to any query, which means that your websites may stay offline for quite a while. However, a provider that offers various options for communication and has a support staff available all the time can assist you right away and help you decrease or entirely avoid any downtime and possible losses.